Research On Service Design Strategy Of Home Appliance Brand After-sales Service Under Big Data Empowerment

As the level of household income increases,people’s pursuit of a better life will continue to grow,the focus of competition in the home appliance industry began to focus on services.How does the household appliance brand seize the opportunity of the new development cycle of the industry,provide users with better quality and personalized service,combine the big data in the internet age to be able to carry on the brand transformation and service upgrading,become the new design opportunity point and the commercial growth point.However,there are still many problems in the The Adjuster of home appliances,such as the insufficient investment of many small and medium-sized home appliance brands in the service,the abandonment of service outsourcing management,the outdated service model,the irregular service process and the uneven quality of service personnel,service sameness,a variety of reasons lead to the quality of service is difficult to ensure,can not meet the diverse needs of users.The intervention of service design will start from the systematic innovation of after-sale contact point and process of home appliance brand,improve the service experience and quality;realize the cooperation with stakeholders to create,bring into play their respective advantages and the active flow of various resources,in order to maximize the value of co-creation,efficiency,to achieve the transformation of brand service,so that customers in the service to accept the concept of service and values,enhance the brand influence.The introduction of big data can help brands understand users’ needs and behavior,produce on demand,deliver accurately,and use their powerful real time computing power to quickly respond and make corrections based on deep understanding of users,it can also mine the value behind the data through the analysis and transformation of the big data,and improve user satisfaction and business value.Therefore,it is necessary to explore the innovation path of the combination of big data empowerment and service design from the perspective of the combination of design thinking and data thinking,explore the innovation strategy of Big Data Empowerment and service design in after-sales Service System of home appliance brands.The first chapter is a summary of the research background and current situation,through literature review,market research and case analysis,this paper probes into the after-sales service field,Big Data Empowerment and service design of home appliance brands,and clarifies the research goal,significance,method and process.In the second chapter,the related research on after-sales service of household appliance brands and big data empowerment is further deepened and refined,so as to provide a solid foundation for the follow-up innovative design,this paper studies the concept definition,current situation and development trend of service design,after-sales service of household appliance brands and big data enabling,and considers the possibility of service design intervention and big data enabling after-sales service of household appliance brands.The third chapter begins to explore and analyze the construction of after-sales service design of household appliance brands under the big data,and uses the research conclusion of the second chapter to analyze the elements of after-sales service design of household appliance brands,this paper deeply studies the content of big data of after-sale service of household appliances,and puts forward the analysis model of after-sale service design of household appliances brand under big data,which guides the strategy direction.The fourth chapter carries on the investigation and analysis,this paper uses big data crawler technology to master service public sentiment,defines the service journey and the present situation of after-sales service of home appliance brands,conducts in-depth interviews with stakeholders and questionnaire investigation,obtains the pain points and demand points of core users,probes into the points and solving methods that big data can intervene and solve in the existing problems,and uses the design expert workshop to carry out thinking divergence and evaluation,finally,sum up the pain point and demand analysis,output big data enabling opportunity point and design direction.The fifth chapter defines the new service system and Blueprint,constructs the scenario story and clarifies the design strategy framework.From the information service support,the individuality content provides,the transparent data presents and creates the value transformation four aspects to enable the home appliance brand after-sales service.Design strategy: the precise service information support strategy,enables the service information support to be more accurate,effective,quickly touches the related user community;the personalized service content provides the strategy,operates and chooses by the user according to own demand,make offline service content more targeted and targeted;transparent service data presentation strategy to facilitate users to grasp the service progress,timely feedback and emotional comfort;co-creation of service value transformation strategy,the establishment of incentive mechanism to improve user feedback and reward,and all-round in-depth communication and interaction with users to create in the service to build emotional value identification.